McKesson Corporation is a Fortune 8 company and one of the largest providers of healthcare supply chain management solutions, retail pharmacy, medical & pharmaceutical supplies, healthcare technology, community oncology and specialty care in the United States with revenues of $231 billion in 2020. The company was founded in 1833 by John McKesson and Charles Olcott in New York with a focus on importing and wholesaling pharmaceutical products. United by our ICARE shared principles, McKesson's 80,000 employees work together every day to make better care possible around the globe - one product, one partner, one patient at a time.
A lot has changed in our 188 years, but our commitment to better health has not. Our vision is to improve care in every setting -- one product, one partner, one patient at a time. And we're making this happen every day by touching the lives of patients in virtually every aspect of healthcare. United by our ICARE values , we work together to make our customers and partners more successful -- all for the better care of patients. Explore a career with McKesson, where we all play an important role in improving lives around the world!
Current Need: We are seeking a Customer Service Manager to join our team in Jacksonville, FL.
Position Description: Responsible for personnel both direct and indirect within the eCommerce/Consumer Segment. This will involve mentoring and developing customer service leaders by cultivating an environment of collaboration and independence; encouraging and empowering leaders to develop a world class customer service team. In addition, our Customer Service Manager will professionally and effectively work in partnership with all levels of McKesson personnel.
Responsible for managing Customer Service Center, support and assist CSM1: interview and select candidates; communicating job expectations; appraising and reviewing employees job performance; planning and reviewing compensation; re-enforcing policies and procedures; corrective action documentation and administration. Provide guidance for employee development: training; scheduling; coaching; counseling; monitoring.
Point of contact for handling complex and escalated internal and external customer complaints and/or issues.
Responsible for reporting data for customer service center, ensuring all metrics are meeting expectations. Identify and implement strategies to improve quality of service, productivity and growth.
Responsible for meeting customer service financial objectives.
Schedule and facilitate regular monthly meetings with direct reports. Funnel corporate and department initiative/directives for communication to team. Participate in leadership communication meetings as mandated.
Attend, contribute and present at sales meetings.
Lead and/or contribute to local and national projects.
Conduct annual business review presentation.
6+ years of professional experience and 0-2 years of supervisory experience
2+ years customer service experience and demonstrated leadership skills
2+ years retail eCommerce experience
2+ years using Channel Integrator software (ChannelAdvisor, Sellbrite, Sellware, etc...)
2+ years using eCommerce Help Desk software (Zendesk, Xsellco, etc...)
Adaptive and solutions based approach to working with customers/sales teams
Working knowledge of customer service policies, practices and systems
Energetic self-starter with attention to detail
Strong consultation and communication skills; able to collaborate well with a diverse range of people; tactful, professional, and flexible
Able to thrive in a dynamic environment and navigate organizational complexity and change
Strong customer focus orientation along with ability to persuade and influence outcomes
Professional, engaging and confident demeanor
Detail oriented with good problem-solving skills
Good reasoning abilities and sound judgment
Ability to work autonomously
Ability to understand technology systems used and work with same systems to support customer onboarding.
High level of computer proficiency using MS Office applications
HS Diploma or equivalent required
4 year degree in business or related field strongly preferred
Traditional office environment.
Large percent of time performing computer based work is required.
Must be authorized to work in the US. Sponsorship is not available for this position.
For Internal Use Only: Career Level M2
McKesson is an Equal Opportunity/Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to McKessonTalentAcquisition@mckesson.com . Resumes or CVs submitted to this email box will not be accepted.
Current employees must apply through the internal career site.
Join us at McKesson!
Internal Number: JR0041307
About McKesson Corporation
We deliver careers with purpose and potential. Our focus on better health starts with creating an inclusive environment with strong values where you can build a fulfilling career. You can count on us to provide you with resources and opportunities to grow and be your best, while contributing to our pursuit of improving lives. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient. We work to distribute medical supplies, bandages, syringes, vials of flu vaccine, and pharmaceutical drugs to help real patients like Jack, an eight-year-old boy battling cancer. We take that job seriously. Together, the work we do is shaping the future of healthcare. If you are passionate about combining a meaningful career with a balanced life, join us on this journey and apply for a job with McKesson today. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient.